Lost my data on my Fitbit Charge 5

[Katiekins79]

Hi

My Fitbit stopped syncing yesterday so I tried all the options, turned on/ off bluetooth, restarted phone and app, restarted the watch from settings so had to do a reset on the watch. This didn't work so I ended up pressing the charge button 3 times to get it to work and sync.

However it has only synced to 5.30 this morning so now my watch (and app) is showing only 21 steps (I have done at least 12 000) and that I only slept until 5.30 when it was a bit later I got up. It also is not showing my exercise of the day.

Is there anyway to get this information back? Or did the reset from my charger lose it all? 

Thanks. 

Moderator edit: format 

[Rich_Laue]

Hello @Katiekins79 The app will tell you when the last sync occurred. You may need to do another sync. 

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Katiekins79.

Thank you for sharing that you've been having this inconvenience with your data on the Fitbit app and for confirming that you already tried a few troubleshooting steps. 

You shouldn't really lose any of your data by completing a restart procedure. I would recommend that you try to sync your device again to check if you're able to see your information properly, as @Rich_Laue mentioned earlier. 

In case there's any issue related to the app, you can also try the following steps: 

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to check if you're able to see your information. 

Let me know in case you continue to experience any issue to sync your information properly. In the meantime, you can find some general recommendations here to resolve syncing problems. 

I'll be around. 

[Katiekins79]

Hi

I tried all that and it still says yesterday i only did 89 steps and doesn't record the active minutes or exercise I did. It was strange how my watch went from 12 000 ish steps to 21 and 50 ish active minutes to zero after the reset. I was hoping it would right itself. 

 

 

Strangely today it didn't record my heart rate during an exercise class and there is no sleep log for last night or readiness score for today. 😳

Thanks for trying to help me. 🙂 

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It says moments ago. It is up to date on todays, steps, exercise and active minutes.  Just yesterdays and last nights sleep have gone awol. 

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Do you have any other advice? 

Thanks 

[DavideFitbit]

@Katiekins79 Thank you very much for all the extra information and for the screenshot. 

From what you mentioned earlier, it seems that you've already exhausted all the standard troubleshooting steps that are usually helpful with these kind of issues. In this case, since you continue to have the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They have specialized tools will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected

See you around.